Contact center integrations
With contact center integrations—sometimes still also known as call center integrations—you can ensure your communications solution works seamlessly with other business-critical tools. RingCentral offers over 400 pre-built integrations and APIs for more customer connections.
Call center integration vs contact center integration
Let’s begin by comparing the difference between call center integration and contact center integration.
Historically, call centers focused on handling phone-based customer interactions, ranging from support to telemarketing and sales. They’re designed to get through high volumes of calls and serve as many customers as possible.
So, what is a call center integration? They’re connections between tools designed to augment call centers and help them achieve their goals more easily.
Some examples of these integrations include those with:
- Tools to automate and speed up manual processes such as data entry.
- Staff allocation software to ensure call centers are correctly staffed during busy periods.
- CRM tools so that agents get quick access to customer details.
- Knowledge bases to help agents deal with customer queries more efficiently.
A contact center is traditionally seen as a ‘level up’ from a call center. They’re designed to adapt to modern customers who seek seamless omnichannel experiences. Alongside phone calls, contact center agents communicate via email, social media, SMS, and more. Contact centers also focus on the overall customer experience, seeking to provide personalized journeys.
Contact center software integrations might include those with:
- Conferencing software that enables conversations across multiple channels.
- Tools to provide in-depth insights to facilitate personalized experiences.
- Interaction analysis tools to support agent growth.
- Analytics software that provides deeper insights into customer behavior across channels.
Today, however, the terms call center and contact center are often used interchangeably—due to the importance of omnichannel experiences, there are very few true call centers remaining. So, when you hear ‘call center integrations’ think ‘contact center integrations’ (and vice-versa).
Why integrated call center solutions matter
Examples of call center integrations making a difference
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Benefits of call and contact center software integrations
The benefits of contact center integrations are numerous and diverse. By ensuring an integrated call center or contact center, which seamlessly connects your wider tech stack, you can achieve:
Accelerated operational agility
Utilize a pre-built cloud contact center integration that can be deployed in hours to eliminate delays, reduce costs, and scale according to your specific business needs.
Personalized interactions
Get a 360° view of all relevant information throughout the entire customer journey within a dashboard to help agents better understand who is calling, why, and how to provide the best customer support possible.
Increased agent productivity and efficiency
Improve contact handle times, reduce agent effort, and streamline workflows with a unified CRM and intelligent automation of core business processes.
Better business decisions
Leverage customer data, AI analytics and reports, and automatically synchronized information between your contact center and CRM system to make truly informed business decisions.
Contact center integrations examples
There’s no denying the long list of benefits associated with contact center software integration, but how can these tools help your business? Let’s explore some examples of different integrations:
CRM contact center integrations
Contact center data analytics integrations
Automation and AI call center integrations
Contact center team productivity and collaboration integrations
What’s the best contact center integration for you?
The integrations you use will depend on the unique needs of your business. If you’re unsure how to choose the best contact center integration, however, focus on CRM integration as a starting point.
As we’ve discussed, your CRM is a hub of customer information. Integrating with this tool brings a long list of benefits:
Address customer needs more quickly
Customers don’t like to be left waiting and expect quick resolutions. CRM integration ensures agents can get quick access to customer details and previous interactions. Callers spend less time repeating themselves and receive support more quickly.
Create a single source of truth
With access to your CRM, agents aren’t required to switch between multiple sources to gather customer information. They have a single, reliable space to collect customer and prospect details.
Improve teamwork
Agents can leave notes and other information within your CRM. When teammates come to view certain details, they gain additional context. This might help them solve queries, improve telemarketing techniques, or close deals more quickly.
Access from any location
Modern CRM solutions are powered by the cloud, meaning employees have access as long as they have an internet connection. This gives businesses the opportunity to build remote teams of worldwide talent.
CRM software is the key to better agent experience, improved customer engagement, and streamlined workflows.
Integrate your favorite apps with RingCX for better agent and customer experiences
There’s a simple fact: To build the best contact center you need the right tools. RingCX has all the native integrations you need to create better user experiences. But don’t take our word for it—get in touch to learn how our platform and its integrations can help you.